As people continue to shift into a more digital-first mindset, usage of chatbots in online spaces continues to grow. With 24/7 availability and instantaneous responses, it’s no wonder that there’s a strong consumer desire to use digital self-service tools like chatbots. The businesses who build and implement these tools also benefit from them, with improved operational efficiencies and the ability to scale customer service without growing their team. The benefits for both consumers and businesses rely on the chatbot experience working as expected, which means that it’s vitally important for businesses to understand and meet consumer expectations.